Customer Support Representative

Summary

Join Ideals, a global B2B SaaS company, as a remote Customer Support Representative based in Colombia. You will provide exceptional customer support via chat, email, and calls, focusing on delivering prompt and effective solutions. This role offers a clear path for professional development and involves collaborating with various teams. You will maintain a high customer satisfaction score and ensure client information confidentiality. The position is full-time, with rotating shifts and two weekend shifts per month. Ideals offers a comprehensive benefits package, including a remote-first model, home office setup budget, wellness programs, and professional development opportunities.

Requirements

• At least 2 years of proven experience in a remote Customer Support role
• Fluency in English and Spanish (C1 level) with exceptional verbal and written communication skills
• Strong analytical and problem-solving skills, with a meticulous attention to detail
• Demonstrated ability to take ownership of tasks and work independently
• Strong customer-centric mindset

Responsibilities

• Provide non-high-volume but exceptional customer support via chats & emails (90%), and calls (10%) - around 100 requests per month
• Maintain a Customer Satisfaction score of 90%+ by delivering prompt, empathetic, and effective solutions
• Proactively stay informed about product updates and process changes
• Ensure strict confidentiality of client information following the company’s security policy
• Collaborate with Engineering and Product teams to escalate and resolve complex customer issues
• Support internal teams (Accounting, Customer Success, etc.) by completing assigned tasks

Preferred Qualifications

• Experience of providing customer support to B2B clients
• Experience in collaboration with international teams

Benefits

• Remote-first model with teams distributed globally
• Home office set up budget
• High-end laptop, monitor and any additional IT equipment needed
• Reimbursement of co-working space expenses
• Compensation for sports, yoga, mental, and other health and wellness-related activities
• Reimbursement of participation in sports competitions
• Unlimited health-related time off
• Individual Development Plan based on your career interests
• Generous budget for learning and development activities
• Professional and self-development books and subscriptions compensation
• Ideals’ support of your passion as a speaker or writer
• Internal growth and internal mobility opportunities
• Team-building offline events
• Budget for local gatherings in global locations
• Generous internal referral program